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Join us on the Journey...

National Express are recruiting an experienced Customer Service Advisor to join the team, based from our Head Office in Birmingham. As the successful candidate you will proactively manage situations and mitigate dissatisfaction.

Shifts: Any 5 days out of 7, between the hours of 06:00 - 01:00. 

What you'll do:

Control customer situation when a Coach is running late (or early) and communicate with our customers during pre-departure, during travel and after arrival using the appropriate communication channels

Resolve and/or remedy a situation, which includes compensation, gifts to customers and post-travel communication

Communicate proactively to customers through the most effective contact channel in line with the Service Disruption Plan (Phone, Text, Email, On-Screen, etc.)

Support the team manager in providing reports and analysis on operational performance to highlight areas for improvement or increased value

Work closely with other customer touch-points and stakeholders promoting the ‘voice of the customer', ensuring the customer is at heart of the outcome when managing our customers' experience

Ensure all stranded, vulnerable and displaced passengers are managed effectively and all documentation kept up to date as required

Manage important or critical Social Media contacts outside the working hours of the Digital Contacts team (Apply online only) and (Apply online only))

Support the management team, representing CRT in meetings as required, liaise with other departments and promote a collaborative atmosphere and environment

Manage the texting on-board facility and deliver interventions to improve the customer experience

Manage escalated calls that come through to Customer Service Advisors from customers in extreme situations throughout the day i.e. stranded customer, plus Emergency Calls from (Apply online only) and (Apply online only)

Ensure all Legal obligations are adhered to

Fully support the team manager in the continuous developments of systems, processes and improvement plans

What you'll need:

Strong interpersonal skills with the ability to communicate and influence effectively at all levels

Ability to be proactive and resolve problems quickly and effectively

Display a high level of dynamic decision making and be able to work on own initiative

Prioritise workload through triage, demonstrating initiative and ownership of incidents

High level of written, analytical and keyboard skills

Effectively communicate information and ideas in written and verbal format, and build and maintain relationships

Passionate about Customer Service with a proven track record of delivering against the NX customer values

What we offer in return for your hard work and commitment...

Free Bus & Coach travel for yourself

Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner

50% discount for friends and family on full fares on our coach services

Life Assurance

Company pension

Employee Assistance programme

Private online GP service

National Express is committed to creating an inclusive workplace that reflects the diverse communities we serve and we positively encourage applications from all sectors of the community. 

We are a Disability Confident Committed employer and should you require any adjustments at any stage of the recruitment process please let us know.

We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date.

Things to Note...

At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment